Returns and cancellation policy
An order may be cancelled at any time between the placement of the order and 30 days following delivery of the goods. If the Customer is dissatisfied with his/her purchase for any reason he/she may, within 14 days of delivery, contact the Seller’s Customer service department to arrange for collection / return of the goods.
You must inform us in writing, or in another durable medium, if you wish to cancel. This includes letter or email. A phone call is not acceptable. Please contact us as soon as possible to inform us that you wish to cancel you order, by e-mailing firstname.lastname@example.org. We regret that we cannot accept a cancellation after the 14 day notification period has expired.
Any money which you have paid minus the cost of collection/return carriage cost will be refunded provided that the Seller receives the goods in the original condition and packaging they were in at the time of delivery to the Customer. We will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day we receive the cancelled goods from you. If you wish to return or reject an item forming part of a multi-item order and you have been given a discount based on total order value, then, in calculating your refund, TRT Tools will take into account any lower level of discount that would have been available on the other items in the order had the returned item not been included i.e. the refund given on the returned item will be reduced to take into account the lower discount available on the other items in your order as a result of the reduction in total order value arising from the return.
Where items are unwanted, you will be responsible for the return collection or return postage cost. Returned goods should be adequately insured during return postage. Unwanted items must be returned unmarked and in their original packaging. If our carrier has been instructed to collect the goods to be returned and you do not have the original packaging, please notify us in advance so we can arrange for adequate packaging to be taken at the time of collection. If items are not in their original packaging and you have not notified us of this before collection, they will not be collected and a charge of up to £20.00 will be levied to cover the cost of failed collection.
Bespoke goods cannot easily be offered for resale, so they are classed as special/made to order items. Bespoke items are not eligible for return/refund.
Goods that are damaged on arrival with the Customer will be replaced at no additional cost. It is in the Customers own interests to unwrap and fully examine all items at the time of delivery.
Faulty or damaged products must be notified to the Seller by email within 3 days of delivery, failure to do so shall be deemed as acceptance of the goods. In the unlikely event that your goods do arrive faulty please e-mail email@example.com within 3 days following delivery to report damage, claims must be supported by photographs so that we can arrange for the goods to be returned or repaired (if suitable for repair and agreed with our Customer as the desired course of action). It is the responsibility of the Customer to show the damage has not been caused by any misuse or mishandling following delivery. Please ensure any faulty product is returned in its original condition and packaging. If once the product has been returned and inspected by the manufacturer, it is deemed not to be faulty, you will be responsible for the collection cost. If goods are defective and have been reported within the timescale required but cannot be repaired or replaced and are subsequently returned/collected and a refund issued, the Customer is not entitled to return any other products from his/her order other than in accordance with these Terms & Conditions and their statutory rights.